The document discusses the concept of a Citizen's Charter, which is a commitment by public service organizations to maintain transparency, accountability, and improved customer service for citizens. It highlights the origins, principles, and necessary components of creating effective charters, while noting the importance of stakeholder consultation and legal backing. Furthermore, it compares the implementation of Citizen's Charters in Bangladesh with those in other countries, emphasizing the need for continuous improvement in public service delivery.

1. Presented by
Md. Ismail HossainMd. Ismail Hossain
Assistant CommissinerAssistant Commissiner
Office of the Deputy Commissioner, SirajganjOffice of the Deputy Commissioner, Sirajganj
Email: ismail17346@gmail.comEmail: ismail17346@gmail.com
Mobile: 01798500033Mobile: 01798500033
Presentation on Citizen’s CharterPresentation on Citizen’s Charter
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2. A Famous QuoteA Famous Quote
A customer is the most important visitor in our
premises. He is not dependent on us; we are
dependent on him. He is not interruption in
our work ; he is the purpose of it. He is not an
outsider to our business; he is part of it. We are
not doing favour by serving him; he is doing us
a favour by giving us an opportunity to do so
- Mahatma Gandhi

3. Duties of Public ServantsDuties of Public Servants
Article 21(2):Article 21(2): Every person in the
service of the Republic has a duty to
strive at all times to serve the
people

4. What is a Citizen’s CharterWhat is a Citizen’s Charter
A citizen’s charter is a plain simple
document that specifies and
publicizes the service related
commitments of an organization to
the citizens.

5. Origin of Citizen CharterOrigin of Citizen Charter
Citizen’s charter owes its origin to the UK
where it was launched in June 1991 by John
Major government.

6. Accountability to the CitizensAccountability to the Citizens
• Direct accountability of the public servants
to the citizens;
• One of the ways of enhancing
accountability to the citizens is by
introducing citizen’s charter

7. Why Citizen’s Charter?Why Citizen’s Charter?
• To make administration accountable and citizen
friendly
• To ensure transparency
• To take measures to improve customer service
• To adopt a stakeholder approach.
• to save time of both Administration and the citizen

8. Key Principles of Citizen’s CharterKey Principles of Citizen’s Charter
• Specific Standards
• Time for a particular service
will be mentioned
• Name, designation,
telephone/fax/e-mail of the
contact person will be
specified

9. OpennessOpenness: Standards will be
displayed at important places,
annual report etc will be
publicized.
What we get from Citizen CharterWhat we get from Citizen Charter

10. • Citizens will be consulted
to reflect their views
• Customer consultation
Way of formation of Citizen’sWay of formation of Citizen’s
CharterCharter

11. Service Providers will be courteous and helpful

12. • All citizens will be treated equally

13. Complaint procedures will be in place for not conforming
with the commitments

14. Characteristics of a CCCharacteristics of a CC
• Specific
• Clear
• Credible
• Practical
• Transparent
• Continuous
Improvement

15. Formulation of CCFormulation of CC
• Identify the customers (both internal and external)
• Identify the products and services
• Set standards, identify after appropriate study and
consultation
• Formulate the CC

16. • Organizations enjoy monopoly. Citizens
have to accept/purchase services because
there are no alternatives;
• There is no pressure on and incentive for the
service providers to improve their services;
• Citizens are not aware of their rights;
Why citizens are Rarely treated asWhy citizens are Rarely treated as
Customers in the public sector ofCustomers in the public sector of
Bangladesh?Bangladesh?

17. CC Lesson LearnedCC Lesson Learned
a. CC needs to be formulated based on stakeholder consultation;
b. CC needs to be supported by a legal instrument;
c. Uniform standard needs to be established for a particular
service;
d. The capacity of the service provider needs to be taken into
account;
e. Clear guidelines needs to be disseminated for the formulation of
the CC;
f. Service Process Simplification exercise needs to be conducted
before finalization a service standard;

18. Building on Available ResourcesBuilding on Available Resources
o Cabinet Division issued a circular to formulate CC in 2007.
• As Civil Service Change Management Programme
(CSCMP) of the Ministry of Public Administration has
piloted the 2nd generation Citizen’s Charter (CC)
• GIU in collaboration with Cabinet Division arranged
training .
• Cabinet Division developed a uniform format on CC

19. Citizen’s Charter in BangladeshCitizen’s Charter in Bangladesh
•It was first recommended in the PARC report 2000
•Introduced in the public offices
•Imposed by the centre upon the subordinate offices
•Introduce in 2007 (top to bottom approach )
•Second Generation Citizen’s Charter Introduced in 2010
•Participatory in nature (Bottom to top approach).
•GIU initiatives to promote CC.
•CC included in APA as a mandatory objectives.

20. Citizen’s Charter in IndiaCitizen’s Charter in India
•Not uniform in natureNot uniform in nature
•Backed by StateBacked by State
•Services Guarantee ActServices Guarantee Act
•Punished MechanismPunished Mechanism

21. Australia (Service Charter, 1997)
Canada (Service Standards Initiative, 1995)
France (Service Charter, 1992),
India (Citizens’ Charter, 1997),
Jamaica (Citizens’ Charter 1994),
Malaysia (Client Charter,1993),
Portugal (The Quality Charter in Public Services, 1993),
Spain(The Quality Observatory, 1992
The International SceneThe International Scene

22. Citizens’ Charter isCitizens’ Charter is
also about changingalso about changing
the mindset ofthe mindset of
service providersservice providers..
Essential ToolEssential Tool

23. Thank youThank you